Delivering Factor Four Business Growth!

CSE provide Legal Services, Probate, Professional Executor and Trustee services. They provide advice in all aspects of estate planning and asset protection and hold the status of a Tax and Trust Corporation. A Trust Corporation is a business organised specifically for entering into fiduciary relationships with individual organisations to act as an executor, guardian or trustee in administration of custodial arrangements, estates and trust funds.

Their business is complex and highly confidential with discretion and vigilance crucial in order to provide appropriate levels of customer-service. Workflows involved with each customer case can be protracted and circuitous with high-levels of regulation imposed upon the company’s work and of course, significant commercial-risk should errors occur whilst processing client-case details. Trust is a commodity that is valued highly at Countrywide and constant demonstration of their professionalism and efficiency in processing client accounts is a key value point for the business.

Nikki explains: “We knew that we needed a CRM system to service our clients efficiently and to grow the business. We needed something more structured than the manual process that we were using. Initially I was looking at of-the-shelf CRM systems but because our process is complicated and unique to us we needed bespoke functionality. We were recommended to speak to Steve at Junari. They spent a lot of time with me and my team to really understand what the system had to do for us so that the software could exactly meet our requirements which are not exactly straightforward. That has enabled us to end up with a CRM system that does exactly what we need it to do and now we are going above and beyond our initial expectations to build further functionality.”

Business problems?

CSE had identified that their business growth was being hampered by the manual work processes the company was employing. Work was conducted by a small but highly skilled team, but communication of key status points in client-accounts workflow remained difficult and highly manual, relying upon paper-based files and many disparate spread-sheets.

The business needed to remove the strangle hold that the existing processes had them in and to take advantage of the business growth that the team’s high-quality customer-centric work was creating. But the team felt unwilling to risk pushing for more client work without the concomitant fear that error-rates would rise UNLESS they could find a suitable solution to help them.

The Solution?

Junari identified that their JunariCRM+ ® product would deliver on all the requirements that CSE needed and in particular provide a system that could be tailored to meet all of CSE’s process flow requirements. Furthermore, the product’s look and feel and vocabulary could be entirely changed to fit with the CSE team’s own work lingo. From the initial requirements scoping period – during which Steve and the Junari team took time to help CSE describe their ideal process and suggest latent improvements that the system could offer – to the completed system implementation took just 4 months. “I had experience of a previous system called ‘ACT’ but I knew it wouldn’t be able to do what we wanted it to do because it was off the shelf and we’d have to basically put a square peg in a round hole. But I liked the usability and the fact that you could pick it up without much training. So that is what I liked about the Junari solution – it was a key criteria. When new team members have come in they’ve literally figured the JunariCRM+ ® system out and started to use it by themselves – this is down to the customisation … it really is specific to our company”.

Benefits Delivered?

“….we can work a lot more efficiently as a team. We don’t have nearly as many errors in our process as we were having before because it is automated now. There’s no piece of work that gets left or misplaced because it’s all on the system at the touch of a button… Which from a customer service perspective makes us look really good and has led to an increased level of business being referred from our clients. Implementing the system has been exceptional value for money. The initial outlay in terms of what it cost to put the system in place, both in terms of money and time spent, we have received back tenfold at least and we’re still building upon that initial output. ….The team [have got] a fraction of the stress that they suffered before when it was manual. The initial outlay and continued outlay has been worth it”. “I would recommend JunariCRM+ ® to anybody!”

Quality of On-Going Support?

CSE felt it was important to have a company that was based in the UK, and importantly that had its product development team based in the UK too. Previous experiences of other CRM products and their after-sales service had left some deep psychological wounds in the organisational CSE mind! In particular the responsiveness that other software companies were able to provide to what CSE knew would be a continually evolving business requirement:

“When the system was initially put in place it was obviously new to the team and we found that there were a few user-teething problems but the Junari team were at the end of the phone and pretty much instantly able to resolve any issues. Anything that couldn’t be resolved there and then was only a matter of days before we had a solution and that is really reassuring. As we progress we know that any queries or issues we encounter are going to be dealt with really quickly; enabling us to feel confident that we will be able to deliver the high quality levels of customer service which is a priority for us.”

Undeniable Value-Add

The CSE business has gone from strength to strength as a direct result of JunariCRM+ ® and continues to provide concrete and sustainable business benefits that will continue to reap dividends for years to come. Both companies continue to work closely together to drive out further process efficiencies and productivity gains. Client Website:

To find out more about the powerful and completely tailor-able JunariCRM+ solution, get in touch with us for a totally commitment free discussion about your requirements and how we can make your business growth aspirations a reality… email us on or telephone on +44 (0)1206 625225

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